Behavioral Health Policy on No-Shows
This document governs procedures for handling behavioral health member no-shows, including outreach, clinician follow-up, documentation, and potential discharge, and applies to the payer's behavioral health provider network and staff.
No material clinical or coverage changes in this revision.
No-show Handling Criteria
No-show handling criteria
Actions required when a member misses a behavioral health appointment:
ALL of the following
- Contact member within 24 hours of the original appointment to ask if they would like to reschedule. If the member declines rescheduling, inquire if they would like to speak with their treating practitioner; if the member declines practitioner contact, inform the treating practitioner for follow-up.
- Practitioner follow-up: treating practitioner will follow up with the member within 24 hours, or immediately if the client is judged to be at risk of harm to self or others or if the member's functioning will be seriously compromised without immediate follow-up.
- Discharge policy: a member who fails two consecutive appointments may be discharged at the discretion of the treating practitioner or Director of the practice.
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